Yes, you’re correct, and my appeal for politeness and civility does (and I didn’t mention this) work both ways. People working on phones have a job to do, they’re usually trying to help/protect the customer, and ultimately they’re usually restricted (and in a regulated environment are restricted) to implementing the policies and processes of the business they represent.
I always try very hard, if I have a gripe, to say “I’m not having a go at you, my frustration is with what you’re being asked to do”. And where financial services are concerned, I do have a better idea than some of the reasons things are as they are.
But even if we on the other end of the phone can’t always see the point of what’s happening it’s important to remember that we’re speaking to a human being with feelings. Some of the abuse I’ve heard directed at contact centre associates has been appalling.
Corporate culture one one end of the phone and/or frustration and impatience on the other can occasionally inflame things, sadly.
I had a bit of a rant on chat at a Monzo problem the other week (turned out to be a glitch but affected something which had taken a long time to sort in the first place). Unfortunately I typed out an immediate, knee-jerk reaction into the online chat. But of course that’s then dealt with by a person, who gets the full blast of my frustration. When I got a reply from a Monzo customer service associate I made sure to apologise.